TARGETING PATIENTS’ TARGETING PATIENTS’ SATISFACTION A SATISFACTION A

PERSPECTIVE IN HEALTH PERSPECTIVE IN HEALTH CARE SECTORCARE SECTOR

Dr.M.D.Ambekar

Patient’s SatisfactionPatient’s Satisfaction

You can not satisfy every one at all time.

Patients’ SatisfactionPatients’ Satisfaction

Team work of every one in the chain

One improper link makes poor level of satisfaction

STAFFSTAFF

Right person for right job

Communication skills Compassionate. Soft Spoken Receptive &

Observant. Willing to accept

responsibilities.

Staff training Staff training Groom the staff as per

your requirements.The agency may do it, BUTYou need to discuss

your system with them before training.

Do not make you staff

Lakir ke phakir

Staff trainingStaff training

Invest in staff training do not take it as expense.

Responsibility allocation big or small set up no matter.

Measures for knowing Measures for knowing SatisfactionSatisfaction

Appointments Waiting Area Staff Housekeeping Doctor & Knowledge Tone of speech. Social commitments

important in smaller towns.

Patients’ SatisfactionPatients’ Satisfaction

If the 1980s was the decade of reimbursement strategies

1990s was the decade of building quality assurance

present decade may be remembered as the time of "patient satisfaction and throughput

What makes patients to visit What makes patients to visit you againyou again

YOUR SKILL IS BASIC

Attitude Interactive skills Well mannered staff Cheerfulness of the

hospital Amount of attention paid

to personal needs of the patient

What makes patients to visit What makes patients to visit you againyou again

Degree to which patients were counseled for his or her problem & likely surgical out come

Empathetic attitude of the staff

Agitation of patientAgitation of patient

Patients are more agitating about attitude of the staff

Patient’s satisfactionPatient’s satisfaction

It’s an ongoing process & not the end as there is always room at the top

Keep on improving your services.

Total Quality ManagementTotal Quality Management

TQM is very important

Identify patients needs Offer more than their

expectation Charges should be

reasonable

COMMITMENTS COMMITMENTS

Be confidant enough not to look snobbish.

No extra commitments where you are not sure about results.

POLICY POLICY

No deception in charges or any other matter ( SICS/ Phaco)

It should never be too greedy about money.

many of you may not accept this

System runningSystem running

Never project any administrative system failure patient may feel sense of neglect makes him or her more agitate.

Do & Don'tsDo & Don'ts

Never do any other activity while talking to patients.

No phone calls during you see patients.

At smaller towns you are judged in society by your behavior.

Never call patient to ask “Why you did not come for surgery”

Do & Don'tsDo & Don'ts

Be patients with patients.

Be friendly Keep your time

commitment. Communicate when

needed.